The Support Services Specialist is responsible for completing operational member and account servicing tasks that enable frontline teams to focus on first-contact resolution and relationship growth. This role ensures that assigned

workflows are executed accurately, securely, and within established service levels while upholding MVFCU’s standards for quality, compliance, and internal service delivery.

FUNCTIONS:

• Responsible for member marketing of the Credit Union and knowledge of all services offered to a degree that will enable answering questions or referring members for specific services.
• Execute daily backoffice tasks including, but not limited to account maintenance, online and digital

servicing support, document imaging and archival, member correspondence, onboarding and follow-ups, research requests, and transactional support for internal departments.

• Support the accurate processing of complex account types including Trust accounts, Estate Accounts,

Business Accounts, and decedent workflows in accordance with regulatory and internal guidelines.

• Maintain accuracy and attention to detail when entering or updating member information, ensuring secure data handling and audit compliance.
• Provide support and assistance to a variety of backoffice departments including but not limited

to processing transactions for various depts., mail processing, current and former employee/volunteer account maintenance, etc.

• Collaborate with Branch and Contact Center staff to resolve member and employee issues efficiently and with highquality internal support.
• Adhere to established Standard Operating Procedures (SOPs), recommend improvements when efficiencies or risk reduction opportunities are identified.
• Maintain productivity levels that contribute to meeting department turnaround times and service level targets.
• QA of account cards for consumer and business accounts.
• Utilize workflow and documentation systems to track work, monitor queues, and ensure realtime completion status.
• Uphold confidentiality standards and protect sensitive member information at all times.
• Perform other duties as assigned.

REQUIRED SKILLS/ABILITIES

• Detail oriented, analytical, and quality driven.
• Ability to work efficiently in a fastpaced and changing environment.
• Strong service focus with a collaborative and teamoriented approach.
• Excellent organization, time management, and multitasking ability.
• Adaptable to evolving priorities and technologies.
• Excellent communication skills, both written and verbal.
• Ability to interpret and follow regulatory, procedural, and compliance expectations.
• Knowledge of financial services.

PREREQUISITES FOR THE POSITION

• Minimum Education: High school diploma or equivalent. Some college coursework in business or related field desirable.
• Minimum Experience: Minimum one (1) year financial institution experience in financial services operations, backoffice support, teller, or member servicing roles.
• Personal Characteristics: Must be of the highest integrity and with personal habits above reproach.

A positive attitude and teamwork mentality is essential. Must practice confidentiality and be able to work well under pressure. Must have the ability to meet and work effectively with people of varying

levels of education and experience and be able to communicate both written and orally with same.

Must be able to take direction and to seek counsel of supervisor as necessary. Technical skills must include prior training or performance of operating a calculator and a computer terminal. Must type

a minimum of 35 wpm. Professional knowledge to include member service functions and creating statistical reports. Previous experience in teller area, member service and operations. Must be

proficient in MS Word, Excel, Outlook and Power Point software applications; be able to use PC and general office equipment.

About Matanuska Valley Federal Credit Union

Matanuska Valley Federal Credit Union (MVFCU) is your local credit union. We offer more than just a job; we provide a fulfilling career with excellent benefits while serving the community we live in. MVFCU invests in its employees with competitive pay, generous health and wellness benefits, paid time off, and a 401k. Team members enjoy professional development opportunities, tuition reimbursement, and a healthy work-life balance. Our culture emphasizes our local roots, respect, collaboration, and a passion to serve our community. MVFCU is a place where employees feel valued, supported, and proud of the work they do every day.